These Terms & Conditions apply to all reservations, dine-in services, takeaway and collection orders, loyalty program participation, and visits to our restaurant. By making a reservation, placing an order, using our services, or entering our premises, you agree to these Terms & Conditions.
Bookings
- Same-day reservations are not accepted. Walk-in guests are welcome, subject to availability.
- Reservations will be held for a maximum of 10 minutes after the scheduled booking time.
- If you are running late, please contact us as soon as possible.
- Reservations may be cancelled or amended up to 24 hours before the booking time. Amendments are subject to availability.
- Tables will normally be seated only once all guests have arrived.
- A deposit may be required for reservations of 10 or more guests.
- Any applicable deposit may be deducted from the final bill or refunded where appropriate.
Non-Refundable Deposits
Deposits will not be refunded in the following circumstances:
- Failure to attend a reservation (no-show).
- Cancellation made less than 24 hours before the booking.
- Attendance with fewer guests than originally booked unless the booking was amended at least 24 hours in advance.
Booking Contact
Bookings, amendments, and cancellations cannot be made via email, social media, or messaging platforms.
Telephone: 0117 942 6100
Dining Time Limits
During busy periods, table occupancy may be limited to:
- 2 hours 30 minutes for groups of 10 or more guests.
- 1 hour 45 minutes for groups of fewer than 10 guests.
Large Group Bookings
- Weekend bookings are not accepted for groups of larger than 20 guests.
- Groups larger than 20 guests may be required to order from a fixed-price set menu.
- Additional terms may apply to large groups of reservations and private events.
Restaurant Policy
- Food or drinks purchased outside the restaurant may not be consumed on the premises without management approval.
- Alcohol is not served and may not be brought onto the premises.
- Dogs and other animals are not permitted inside the restaurant, except for registered assistance of dogs where required by law.
- We reserve the right to refuse service or entry where necessary to protect the safety, comfort, and enjoyment of our guests and staff.
Payments
- Full payment is required at the time of ordering for all dine-in purchases unless otherwise agreed by management.
- All prices include VAT.
- A 10% service charge will be added to bills for groups of 8 or more guests.
Complaints & Order Issues
We aim to provide every customer with excellent experience. If something is not right, please let us know as soon as possible.
Dine-In Orders
- Any concerns regarding food, service, missing items, or your overall experience should be reported on the day of your visit whenever possible.
Takeaway & Collection Orders
- Missing, incorrect, or defective items should be reported as soon as possible on the day of collection.
Payment Disputes
Before raising a chargeback or dispute with your bank or card provider, please contact us directly so that we can investigate and attempt to resolve the matter.
Reporting Timeframes
- Complaints reported after 24 hours may be more difficult to investigate.
- We may be unable to provide a refund or other remedy where we cannot reasonably verify the issue due to delays in reporting.
- Nothing in these Terms & Conditions affects your statutory rights under applicable consumer law.
Birthdays & Special Celebrations
We are delighted to help guests celebrate birthdays and special occasions.
- Guests bringing their own cake will be charged a £5 celebration fee.
- This fee covers the fountain candle and celebration service provided by our team.
Loyalty Card Program
Collecting Stars
- Stars can only be collected by scanning a valid LONA Loyalty Card through the official LONA App.
- Stars must be collected at the time of purchase and cannot be added retrospectively.
Rewards
- Once you collect 6 Stars, you may choose:
- One free wrap, or
- One free drink from the menu.
Additional Conditions
- Only one loyalty account may be used per transaction.
- Stars cannot be combined, transferred, or merged between accounts.
- We are not responsible for forgotten cards, login issues, app problems, device failures, or any inability to access a loyalty account during a visit.
- Rewards cannot be exchanged for cash or credit.
- We reserve the right to amend, suspend, or withdraw the loyalty program at any time.
Lost Property
To the fullest extent permitted by law, LONA GRILL HOUSE LTD accepts no responsibility for loss, theft, or damage to personal belongings brought onto or left on the premises.
Guests remain responsible for their personal property at all times.
Right to Refuse Service or Cancel Bookings
We reserve the right to refuse service, refuse entry, amend, or cancel a reservation where:
- Guest breaches these Terms & Conditions.
- The reservation, event, or conduct associated with it may adversely affect the safety, reputation, or operation of the restaurant.
- Circumstances beyond our reasonable control prevent us from fulfilling the booking, including emergencies, utility failures, government restrictions, severe weather, refurbishment works, or other unforeseen events.
Where a booking is cancelled by us due to circumstances beyond our control, any deposit paid will normally be refunded in full.
Zero-Tolerance Policy
LONA GRILL HOUSE LTD operates a zero-tolerance policy towards abusive behaviors.
The following will not be tolerated:
- Verbal abuse.
- Harassment.
- Racist or discriminatory behaviors.
- Physical aggression.
- Threatening or intimidating conduct.
- Behaviors that cause distress to staff or other guests.
Individuals engaging in such behaviors may be asked to leave immediately and may be refused for future entry.
Serious incidents may be reported to the police.
Changes to These Terms
We reserve the right to update these Terms & Conditions at any time. The latest version will always apply and should be checked periodically.
Governing Law
These Terms & Conditions are governed by the laws of England and Wales. Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
